Manufacturer Warranties and Protection Plans

[sambam]

---

IsLNdbOi wrote:

Go to a store to get the issue handled.  Got my P7805U back from the 5th repair and when we examined it at the store, found that the service center had damaged the battery (one end of the battery was cracked open) and also cracked the frame around the SD slot.  The Best Buy store returned it yet again for redo and yesterday, got a call that they were just going to junk it out.   They didn't have any comparable units in the store so I got a gift card for purchase price of the laptop.

I was on a renewal service plan too.

---

That won't work because my entire problem was that the store felt that, in the absence of comparable units, I get the current market value of the laptop instead of the purchase price. The current market value of course is basically nothing.

[sambam]

---

Mbrguy wrote:

Bumping does nothing to get your issue taken care of any quicker.  They'll get back to you when they have more information.

---

Over a week ago, I was made to understand that I would be hearing back in a day or two. After several weeks of trying to get basic assistance, "they'll get to you when they get to you" stops being reassuring in any way. No solution yet? Darn. Having technical difficulties? It happens. Zero communication though is a problem.

[sambam]

Out of curiosity, how much was your refund? They're trying to convince me to take $574.99.

[IsLNdbOi]

The gift card is in the amount of the original purchase price of the laptop (price of laptop + sales tax).  It's around $1249.

[CrystalWoW Community Veteran]

I am confident that Douglas will be able to assist you Sam, you just have to continue your patience since they are not in the office on the weekend.

[sambam]

---

IsLNdbOi wrote:

The gift card is in the amount of the original purchase price of the laptop (price of laptop + sales tax).  It's around $1249.

---

Then this is really messed up. We have the exact same computer and situation, but you received your full refund and I have spent a month trying to get mine. This is getting ridiculous.

[sambam]

---

CrystalWoW wrote:
I am confident that Douglas will be able to assist you Sam, you just have to continue your patience since they are not in the office on the weekend.

---

Actually, the store continues to refuse to give me anything but 574.99 for the 1089.99 I paid. Douglas was able to pull some strings and find me a unit for slightly more than 574.99, but the unit he found is a 15.6" screen rather than a 17" screen and the graphics card on it still benchmarks below mine. This is in pretty stark contrast to the experience of the above poster and the universally echoed viewpoint of forum members where they said you don't get downgraded.

What they're doing is saying:

1. The unit comparable to your computer is your computer.

2. We don't carry your computer so you can't have one.

3. Surprise, surprise, the current market value of your computer is basically nothing. Here you go.

What they should be doing:

1. We can't find any comparable units below your purchase price.

2. Here is a credit for your original purchase price.

Unless deusex and everyone here has been repeatedly incorrect, shouldn't I, like IsLNdbOi, be receiving the original purchase price at this point?

[sambam]

"You are correct that if we determine that we no longer sell any products that are comparable to the...

That is my understanding of the No Lemon policy. That store's policy appears to be "If we determine that we no longer sell any products that are comparable to the one being replaced, we offer you the discontinued product, refuse to give it to you if you accept, and then either way all you get is the current market value of the discontinued product."

Douglas spent over an hour just trying to reach them and apparently still got stalemated. How are they allowed to blatantly disregard corporate policy? If my warranty's terms are actually dictated by the whims of local managers, what is the purpose of the warranty?

[sambam]

The store called me and asked me to come in and process my replacement. I now have a gift card for $574.99. This in no way represents an acknowledgement on my part that the store actually fulfilled its guarantee under the warranty. The gift card remains untouched and I continue to hope to receive a refund or comparable unit.

[Xanthis]

I really hate to say it, but I think that the store may think it is done with the matter.  You have accepted a gift card, and signed paperwork from GS.  You may need to escalate this further with these forums or 888 best buy.